Customer Success Manager (Calgary)

Float•Calgary, AB

1d•Hybrid

About The Position

As a Customer Success Manager, you’ll play a critical role in ensuring our customers successfully adopt and maximize the value of Float from the moment they onboard and throughout their journey. You’ll be a trusted partner, working closely with customers to drive strong adoption, mitigate risks, and unlock long-term growth opportunities. At Float, we believe great customer success is about building meaningful partnerships and unlocking long-term value for our customers. If you’re passionate about driving adoption, mitigating risks, and helping businesses scale their financial operations, we’d love to hear from you!

Requirements

3+ years of experience managing a book of 50+ customers simultaneously.
Proven track record of driving product adoption, retention, and expansion within a B2B customer-base.
Prioritize your efforts based on insights—analyzing customer usage, engagement trends, and success metrics to focus on the highest-impact activities.
Comfortable with using technology to forecast risk, drive adoption, and measure success.
Take a curious and problem-solving approach to customer challenges, always seeking to understand the ‘why’ behind every issue.
Resourceful, adaptable, and energized by finding creative solutions that drive customer success.
Strong advocate for your customers and bring their voice into internal conversations to enhance their experience.
Actively contribute to internal initiatives, such as playbook development, process improvements, or customer advocacy programs, to scale impact beyond your own book of business.

Nice To Haves

CPA, CA, CFA designation
Experience working with finance, accounting, or payments-related products is a plus.
Understand the commercial side of customer success, aligning customer needs with business goals and identifying win-win opportunities for expansion.

Responsibilities

Build deep relationships with customers as they begin their Float journey, ensuring a smooth and successful onboarding experience.
Partner with key stakeholders to define success criteria and measurable outcomes for their initial adoption of Float.
Identify long-term expansion opportunities by deeply understanding each customer’s broader financial operations and future needs.
Ensure customers stay on track with their year-one objectives, including spend targets and product adoption milestones.
Serve as a strategic partner post-onboarding to drive continued engagement, training, and advocacy within customer organizations.
Proactively monitor customer health signals and usage patterns, ensuring any barriers to adoption are addressed early.
Identify risks across your book of business and develop proactive mitigation plans in partnership with cross-functional teams.
Ensure customers remain engaged and see ongoing value from Float by addressing potential churn indicators before they escalate.
Support customers through any transitions, ensuring they continue to leverage Float’s full capabilities.
Drive customer adoption of Float’s full suite of features, ensuring teams maximize the value of corporate and employee spend management.
Advocate for customer participation in Float’s Early Adopter Programs, gathering insights to shape future product iterations.
Educate and inspire customers to explore new ways to optimize their workflows with Float’s evolving capabilities.
Identify opportunities for growth across your aligned Book of Business.
Provide insight and strategic recommendations on how Float can best serve our customers, from social proof to feature enhancements.
Partner with internal teams to leverage customer feedback for product development and operational improvements.
Help accelerate learning cycles by engaging customers who share our passion for simplifying corporate spending.
Collaborate on initiatives that impact Float’s customers, from onboarding programs to strategic campaigns that drive engagement and growth.
Support the development and execution of scalable processes that enhance the customer experience at every stage of their journey.